From: Kelsey
Date: Mon, Oct 19, 2009 at 3:05 PM
Subject: Two important consumer issues
To: colleen.haggerty@bankofamerica.com, britney.w.sheehan@bankofamerica.com, nicole.nastacie@bankofamerica.com, joe.price@bankofamerica.com, keith.banks@bankofamerica.com, michael.jones@bankofamerica.com, brian.t.moynihan@bankofamerica.com, steele.alphin@bankofamerica.com, maryellen.baker@bankofamerica.com

Good afternoon,

My name is Kelsey. I have been a loyal B of A customer for years. I'm enrolled in Keep the Change, have two credit cards with BofA, and have my first savings account (I've been with BofA since college) and a checking account. I have recommended BofA to my boyfriend and my roommate, both of whom have switched and also enjoy keep the change and the Add it Up program. The online banking setup is superb, and your ATMs are everywhere...hard not to like BofA. However, in the past few weeks, there have been a few instances making me question my relationship with the bank:

/snip/

Recently, I left town for my grandfather's 90th birthday. My rent check cleared a few days before, but apparently the first purchase I made once I was in Connecticut overdrafted my account. Mea culpa. I was out of town and not checking my account balance, but was still, as mentioned before, under the impression that I was covered by overdraft protection. Apparently this was not the case. I got paid in the interim so the paycheck corrected the overdraft. I log in to find that there is a significant amount of money missing. I look at the statement. Eleven overdraft fees; one for each time I used my debit card while I was out of town or once I got back and needed to buy groceries. That's a total of $385. I was told on the phone that I could be refunded $140 as a courtesy, but since I believed I was enrolled in overdraft protection I don't really see how that is a courtesy.

I told the customer service woman I spoke with (who to her credit was very nice despite my tears/frustration) that I thought I was enrolled in overdraft protection. She told me several things: First, that if I were enrolled, it would say that on my statement. How do I look for something on my statement that I have never seen on another one of my statements and don't know to look for? Second, she told me that since I had overdrawn recently, and didn't say anything about overdraft protection at the time, she really couldn't believe my claim that I requested it when I opened the account. I'm sorry, but this seems ridiculous to me. One fee is easy for me to overlook, slap myself on the wrist and move on...11 is off-the-charts and warranted an immediate call to customer service. I have no recourse here: it's my word against your computer system, which "has no notation" that I requested overdraft protection. How am I supposed to prove that, when the person I asked to set me up with it undoubtedly doesn't even work at that branch anymore? Basically, what she is telling me is that because someone messed up on B of A's end four years ago, I am out $245.

I'm a reasonable person, and I can admit a mistake, but 11 fees is something I cannot afford. With the $245 that has still been deducted, I could pay off half of my Komen Visa balance (a card I gladly and PURPOSEFULLY opened with B of A), but these two events have me contemplating moving my money elsewhere. I may not have millions in the bank, but I think that my loyalty, especially during some of these more trying times, should count for something.

Best,

Kelsey

Two hours later, Kelsey got a call from someone who said she would investigate the checking account complaint. Two days later, all the overdrafts fees were refunded.

"Although at the time I believed it was 11 overdraft fees total, it was actually 15, totaling $525 of my hard-earned money...The woman from the executive office thanked me for reaching out, and being polite and proactive, and told me that by looking at my accounts she could tell this was a one-time thing and that I am a responsible banking customer," writes Kelsey.

"I never expected that response, especially from BofA, but plus one to Consumerist for teaching us all that a level head and a fair request can help the consumer come out on top."

Craig writes: "I read consumerist on and off over the years, but never had to use any of the advice.  I recently got my first debt card from Bank of America . Shortly after I incurred my first overdraft fee. I assumed canceling over-draft protection would just cancel the transaction if I did not have enough money. I first followed my Dads advice and tried to get the fees at the bank, in person, but was unsuccessful.  After a quick search of consumerist.com, I got the number for Executive Customer Relations and got all the fees waived. So a very big thank you, from a teenager with their first debit card."

That was probably good advice when banks weren't staffed with the modern equivalent of the eunuchs who tended the harems of old, but we're in modern times, baby, and the 3-ring binder says no.

p.s. I love Craig's Freudian slip of calling it a "debt card."

(Photo: emuphoto)

One reader had tried contacting Bank of America a dozen different times and three different ways, but one tweet to BofA_help got him in touch with executive customer service.

Elle got some fees refunded:

I contacted him a few days ago about a couple overdraft fees I got this month — the fees were both completely justified and completely my fault, but I figured it wouldn't hurt to see if he could do anything (who doesn't want an extra $50 back, right?). He responded within 10 minutes of my tweet, got my contact information from me, and forwarded it onto a BoA rep in my area. I missed their first call, but before I even had a chance to call them back, I saw that both my fees had been refunded.

fauxtale wrote in the comments:

BoA actually helped me through Twitter..they were really good about fixing it, too...I got the fee I was disputing canceled, and they promised to send me a gift certificate. We'll see. BoA has been just wretched in the past, so if they keep up this level of customer service I might not switch banks when I move this spring.

Their presence is still new but the initial results seem very positive. If you're listening to the elevator music on the phone with Bank of America, why not shoot a tweet over to twitter.com/BofA_help? Maybe he'll solve your problem before you get off hold. It'll only cost you a few seconds and 140, or less, characters.

Be sure to read our Ultimate Consumerist Guide to Fighting Back, a go-to handbook for the dissatisfied consumer. Once you've decided to go the executive customer service right, be sure you read this first so you know what to say when you call the corporate avatar of your choice.

The Consumerist Executive Customer Service Index

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In the event you can't find the info you are looking for here, you can scan our backlog of contact info, or use Google to uncover the addresses yourself. In the event you find something we don't have, feel free to share at tips@consumerist.com.

Researched by Alex Jarvis
Last updated: 11/07/2008

Executive Customer Relations general line: 704-386-5687

Nancy M. Condos
VP/ Customer Advocate
Executive Customer Relations
Office of the Chairman
nancy.m.condos@bankofamerica.com

Martha Dominguez, Executive Customer Relations Specialist: 714-792-4264

Corporate Headquarters: 704-386-5972 / 704-386-5681
Operator: 800-900-9000 (press 0 twice)

Corporate Headquarters (Bank of America):
Bank of America Corporate Center
100 North Tryon Street
Charlotte, North Carolina 28255

You can always write the CEO:

Mr. Kenneth D. Lewis
100 N. Tryon Street.
Mail Code NC-1-007-18-01
Charlotte, NC 28255

Several other readers have and they've gotten satisfactory resolutions to their complaints.

RELATED:
7 Overdrafts Refunded After Reader Writes Bank of America CEO
Man Gets $280 Back From Bank Of America After Writing CEO
Bank Of America Manager Escalation Line

(Photo: Spirda Webster)

ken.d.lewis@bankofamerica.com, colleen.haggerty@bankofamerica.com, britney.w.sheehan@bankofamerica.com, nicole.nastacie@bankofamerica.com, joe.price@bankofamerica.com, keith.banks@bankofamerica.com, michael.jones@bankofamerica.com, liam.e.mcgee@bankofamerica.com, brian.t.moynihan@bankofamerica.com, amy.brinkley@bankofamerica.com, steele.alphin@bankofamerica.com, liam.e.mcgee@bankofamerica.com, bradford.r.dinsmore@bankofamerica.com, michelle.shepherd@bankofamerica.com, maryellen.baker@bankofamerica.com

We have received numerous requests lately for company-specific email lists. At present, we have very few, but that number can be increased if you send in the results of your successful EECBs. Don't be so lazy, here's all the info you need to build your own EECB.

(Photo: Payton Chung)

President - liam.e.mcgee@bankofamerica.com
West Division Exec - bradford.r.dinsmore@bankofamerica.com
East Division Exec - Shepherd michelle.shepherd@bankofamerica.com
National Customer Experience - diane.morais@bankofamerica.com
Service & Fulfillment Operations Executive - maryellen.baker@bankofamerica.com

Don't forget that people have had good success with writing letters to the Bank of America CEO. You can also try calling BoA Executive Customer Relations.
(Photo: Scarequotes)

As the story goes, he then introduced himself and said, come with me, I'll get you some money. He then drove them in his own car to another ATM, withdrew money from his account for the amount they wanted, and gave them his business card. Call the main line, he said, tell them how the machine was broken, and tell 'em I sent you.

Hogwash? Perhaps, but our source tell us that BoA really pounds the idea of customer service into all of its employees, even ones who don't work on the retail side.

We know that writing a complaint letter to Mr. Lewis has actually lead to very positive results for some of readers. We don't know, then, how a company so damn dedicated to customer service, people seem to hate them so much. (see our reader poll, "If Banks Came To Life, 42% Of Our Readers Say Bank Of America Would Be A Deadbeat Dad") — BEN POPKEN

(Image: Euromoney)

This is his address:

Mr. Kenneth D. Lewis
100 N. Tryon Street.
Mail Code NC-1-007-18-01
Charlotte, NC 28255

Annet got 7 overdraft fees refunded, even though it was completely his fault. Mr. Lewis just really didn't want to lose Annet's account, it seems.

Read the complaint letter and success story, inside...

Thank you, thank you, thank you. After reading the post about the BoA customer who got $280 in NSF fees refunded, I wrote BoA myself. They had charged me 7 NSF fees in succession (which sucked ass) and was my fault. I'd asked the bank to cap the fees at 3 (another bank has done that for me in the past). Both the bank manager nor the CSR I spoke to on the phone said no.

I was pissed. So I wrote a formal letter of complaint to Kenneth Lewis. This past Saturday, they refunded all of the fees - even though it was my fault. I can't believe it. That rocks. People do have the power.

April 19, 2007

Mr. Lewis:

No worries. I'm not asking for anything. I'm lodging a complaint. April 16 - 17 My checking account was charged 5 NSF fees. Having spoken to the branch manager at the Takoma Park DC branch and to a CSR on the phone, I'm informed I'll be charged another 3 NSF fees if I don't deposit money before the transactions are processed.

The NSF fees are legit. I don't deny that. They are excessive however. Some banks would agree. I requested to have the fees capped at 3 considering:

1) I have two direct deposits coming in this Friday/Saturday as can be attested by my banking history

2) It usurious to pay ultimately $280 in fees for less than $200 in charges (something Congress has verbally blasted the credit card industry for) and

3) I'm not a deadbeat. Summer of 2006 I filed a claim for a lost deposit check (which was found *gasp*). I tried lodging a complaint about the experience - it was clear from the CSRs I spoke with they considered me a liar. Their service bordered on disdain.

My requests for relief were denied repeatedly. Even if I hadn't had NSF fees before - 2 or 3 in the past year - BoA would only credit one fee. I'm not a good customer. Right.

I'm a damn good customer.

I'm 25 years old. I'm near maxed out on my credit card which BoA is making money on thanks to the finance fees. Lots of money too. A quick look at my banking history will reveal that most of my expenses are for entertainment, fun, etc. I'm not broke, just young. BoA profits on me from the credit card, from the NSF fees in the past, and from the fact I've pretty much stopped going into a branch. I raved (and still do) about how easy it is to use the new ATM/deposit machines.

I'm not closing my account immediately. I am moving most of my funds to ING online checking. My money will earn much better interest and ING won't beat me down with excessive NSF fees. I have to keep a banking account open to participate at ING; I will stay at BoA until I've found a new home at a credit union. I'll pay down the credit card within the next 2 months and keep the balance below $100 so I can keep building credit. BoA will be making a lot less money off me.

The customer rep I spoke with said he was distressed (of course) that I'll ultimately be closing my account because of legitimate NSF fees. I'll ultimately close my account because it's not fun being treated so badly. I'm one of millions but I did improve your bottom line. If BoA had refunded/credited the NSF fees as requested, I'd be improving your bottom line for a while to come. I'm sorry I won't be. I liked BoA for the most part.

Thank you.

Annet

[address redacted]

CC: Senator Carl Levin, Chairman
the Senate Homeland Security and Governmental Affairs' Investigative Subcommittee

You have the power and it's in your pen. Use it! — BEN POPKEN

PREVIOUSLY:
Man Gets $280 Back From Bank Of America After Writing CEO
BoA Gives Wrong Information, Charges Customer $280, Doesn't Care